Rules and notices
This notice is required by Regulation (EC) No 261/2004 (as amended by The Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulation 2019) and informs you of your rights should your flight be cancelled.
If we cancel your flight, you will be entitled to certain Available Assistance and Benefits, provided that you meet the Eligibility Criteria.
You will be entitled to the Available Assistance and Benefits described below if:
Travelling pursuant to a frequent flyer programme or as part of a package holiday will not be treated as travelling free of any charge for the purposes of this notice.
If you meet the Eligibility Criteria, you may be entitled to the following benefits:
You may choose one of the following three options:
If you want to use Option 1 or 3 above, any right to Available Assistance will cease as soon as we receive such notification.
Reimbursement as mentioned in Option 1 above is due within seven days. Payment is subject to completion of all reasonably necessary formalities such as, but not limited to, satisfactory identification of the party entitled to the reimbursement and return of unused tickets/coupons.
The right to reimbursement will also apply if your flight forms part of a package, except where such right arises under the Package Travel and Linked Travel Arrangements Regulations 2018.
The assistance described above will be provided free of charge. You will be entitled to such assistance only to the extent that we reasonably expect its provision would not cause delay.
We will pay particular attention to the needs of people with reduced mobility and any people accompanying them, as well as to the needs of unaccompanied children in accordance with Article 9(3) of Regulation (EC ) No 261/2004 (as amended by The Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulation 2019).
You may be entitled to payment of compensation as a result of the cancellation of your flight. No compensation is awardable if:
The levels of compensation are specified as follows:
Compensation will be reduced by 50% if any re-routing offered to your final destination results in a scheduled arrival time which does not exceed the scheduled arrival time of the cancelled flight by:
Compensation will be paid in cash, by electronic transfer, bank orders or bank cheques or, with your signed agreement, in travel vouchers and/or other services.
If, whether as a result of cancellation or for any other reason such as, but not limited to, substitution of an aircraft with a smaller passenger cabin, you are placed in a class lower than that for which your ticket was purchased while you are being re-routed, you will be entitled to reimbursement as follows:
for the part or parts of the journey that you were placed in that lower class.
You can contact our Customer Affairs department directly through our website www.emirates.com/feedback/ to make a claim.
In the United Kingdom, you can log a complaint with the Civil Aviation Authority (CAA) - Passenger Advice and Complaints Team (PACT) by completing the online complaint form, via the CAA website https://www.caa.co.uk/Passengers/Resolving‑travel‑problems/How‑the‑CAA‑can‑help/How‑the‑CAA‑can‑help/.
If you are visually impaired and require assistance with logging a complaint with PACT, please contact them via email on email@example.com or via phone 0330 022 1916.
This notice does not give you any additional contractual rights.